COMPLAINT: Pamela Epps, Avondale Estates

"I hired Trapper John Animal Control to remove rats and seal their entry points. They completed the work, although it took longer than they promised. They told me I'd have a one-year guarantee on the work. If rodents re-entered during that time, Trapper John said they would trap and remove the animals and close the entry point.

I contacted them after 10 months when there was a re-entry. It was challenging to get someone to come back out. Once the technician came to my house, he set a trap, but didn't return to check it or respond to a call to clear the trap once a rodent was caught. I had to get someone else to empty the trap.

The technician found the entry point, but refused to make the repair without an additional $500 payment. The company's office staff hasn't been responsive to my phone calls. They say the hole is new and therefore not covered by their guarantee. I'm very dissatisfied with this company and feel that I was defrauded."

DESIRED RESOLUTION: "I want the company to refund my initial payment or honor their warranty."

RESPONSE: Chris Christenson, vice president of operations, Trapper John Animal Control
"After reviewing the member's contract we found two openings on her house: the hole under the porch and around the pipe. The two new openings aren't listed on the contract, therefore those two holes aren't under warranty.

Consequently, we can't repair them at no charge. We'd be happy to repair those areas for a nominal fee, retrap the new rodents and issue a one-year warranty on these two repairs."

STATUS: Stalemate